Can someone read this modem log?

[Silver Forte]

And tell me if there are issues? I'm trying to deal with Time Warner Cable in North Carolina and my internet has been fucked up for months with no help from them. I'm being told I have to find the problem.

Arris Docsis 3.0

Status

RF Parameters Downstream DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables

Downstream 1 8 603.00 MHz -1.96 dBmV 35.97 dB 256QAM 22878036899 114 0

Downstream 2 1 561.00 MHz -0.85 dBmV 36.61 dB 256QAM 24442989809 856 0

Downstream 3 2 567.00 MHz -0.82 dBmV 36.39 dB 256QAM 22147821461 702 0

Downstream 4 3 573.00 MHz -1.12 dBmV 35.97 dB 256QAM 22384679222 954 0

Downstream 5 4 579.00 MHz -1.17 dBmV 36.39 dB 256QAM 21866827119 1170 1

Downstream 6 5 585.00 MHz -1.38 dBmV 36.17 dB 256QAM 20087903899 1436 3

Downstream 7 6 591.00 MHz -1.57 dBmV 35.42 dB 256QAM 21468280398 1389759 45949

Downstream 8 7 597.00 MHz -1.81 dBmV 35.97 dB 256QAM 20169475685 484 0

Upstream

UCID Freq Power Channel Type Symbol Rate Modulation

Upstream 1 6 24.20 MHz 42.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM

Upstream 2 5 19.40 MHz 41.00 dBmV DOCSIS1.x (TDMA) 2560 kSym/s 16QAM

Upstream 3 7 30.60 MHz 43.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM

Upstream 4 8 37.00 MHz 43.00 dBmV DOCSIS2.0 (ATDMA) 2560 kSym/s 16QAM

Status

System Uptime: 8 d: 16 h: 05 m

Computers Detected: staticCPE(1), dynamicCPE(1)

CM Status: Telephony-Reg Complete

Time and Date: Sun 2015-07-05 22:31:20

Interface Parameters

Interface Name Provisioned State Speed (Mbps) MAC address

LAN Port 1 Enabled Down ----- XXXXXXXXXX

LAN Port 2 Enabled Up 1000(Full) XXXXXXXXXX

LAN Port 3 Enabled Down ----- XXXXXXXXXX

LAN Port 4 Enabled Down ----- XXXXXXXXXX

CABLE Enabled Up ----- XXXXXXXXXX

MTA PassWithWarnings Up ----- XXXXXXXXXX

© Copyright 2013, ARRIS Group, Inc., All rights reserved.

Event log (I know the battery isn't there):

DOCSIS(CM) Events

Date Time Event ID Event Level Description

6/24/2015 8:47 68010600 6 DHCP Renew - lease parameters tftp file-?BEWGC1OQDctFhyIK2m53@Ctpud6gQGhWzvT3J3iPlH__EU+f3lf9v modified;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX3;CM-QOS=1.1;CM-VER=3.0;

6/24/2015 20:06 84000700 5 RCS Partial Service;CM-MAC=90:0d:cb:45:87:22;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

6/24/2015 20:06 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

6/24/2015 20:06 84020200 5 Lost MDD Timeout;CM-MAC=90:0d:cb:45:87:22;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

6/24/2015 20:06 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

6/24/2015 22:53 90000000 4 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0; 6/27/2015 0:25 84000700 5 RCS Partial Service;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

6/27/2015 0:25 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

6/27/2015 0:25 84000700 5 RCS Partial Service;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

6/27/2015 1:13 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

6/27/2015 1:13 84020200 5 Lost MDD Timeout;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

6/27/2015 1:13 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

1/1/1970 0:29 84020200 5 Lost MDD Timeout;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

1/1/1970 0:29 84020300 5 MDD message timeout;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

6/27/2015 7:09 90000000 4 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

6/29/2015 7:58 68010300 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

6/29/2015 7:58 68010600 6 DHCP Renew - lease parameters time server-24.25.19.50;tftp file-?BEWGC1OQDctFhyIK2m53@CtpudzEeoMR1baes01DaIg2qplHY8n9d modified;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

7/2/2015 19:58 68010300 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

7/2/2015 19:58 68010600 6 DHCP Renew - lease parameters time server-24.25.30.47;tftp file-?BEWGC1OQDctFhyIK2m53@Ctpud7yMw7UpyYiOUcm14l2XKMTc_R modified;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

7/4/2015 20:24 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

PacketCable(MTA) Events

Date Time Event ID Description

1/1/1970 0:00 14 Power Supply Telemetry Log - BATTERY MISSING

6/20/2015 22:37 65517 ConfigFile - BadParam

6/20/2015 22:37 16 MTA TFTP: Successful

6/20/2015 22:37 26 MTA PROV: Successful!

6/20/2015 22:37 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS

6/20/2015 22:37 14 Power Supply Telemetry Log - BATTERY MISSING

6/24/2015 20:06 3 Voice Line State Change, Line Number = 1, Prev State = IS, New State = OOS

1/1/1970 0:00 14 Power Supply Telemetry Log - BATTERY MISSING

1/1/1970 0:00 14 Power Supply Telemetry Log - BATTERY MISSING

1/1/1970 0:00 14 Power Supply Telemetry Log - BATTERY MISSING

1/1/1970 0:00 14 Power Supply Telemetry Log - BATTERY MISSING

1/1/1970 0:00 14 Power Supply Telemetry Log - BATTERY MISSING

1/1/1970 0:00 14 Power Supply Telemetry Log - BATTERY MISSING

1/1/1970 0:00 14 Power Supply Telemetry Log - BATTERY MISSING

6/24/2015 22:54 65517 ConfigFile - BadParam

6/24/2015 22:54 16 MTA TFTP: Successful

6/24/2015 22:54 26 MTA PROV: Successful!

6/24/2015 22:54 14 Power Supply Telemetry Log - BATTERY MISSING

6/24/2015 22:54 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS

6/27/2015 1:13 3 Voice Line State Change, Line Number = 1, Prev State = IS, New State = OOS

1/1/1970 0:00 14 Power Supply Telemetry Log - BATTERY MISSING

1/1/1970 0:00 14 Power Supply Telemetry Log - BATTERY MISSING

1/1/1970 0:00 14 Power Supply Telemetry Log - BATTERY MISSING

1/1/1970 0:00 14 Power Supply Telemetry Log - BATTERY MISSING

1/1/1970 0:00 14 Power Supply Telemetry Log - BATTERY MISSING

1/1/1970 0:00 14 Power Supply Telemetry Log - BATTERY MISSING

1/1/1970 0:00 14 Power Supply Telemetry Log - BATTERY MISSING

6/27/2015 7:09 65517 ConfigFile - BadParam

6/27/2015 7:09 16 MTA TFTP: Successful

6/27/2015 7:09 26 MTA PROV: Successful!

6/27/2015 7:09 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS

6/27/2015 7:09 14

Power Supply Telemetry Log - BATTERY MISSING

[the game]

Do you have a tracert? Also a little more information on your problem would be helpful.

[KOMO1211]

6/24/2015 8:47 68010600 6 DHCP Renew - lease parameters tftp file-?BEWGC1OQDctFhyIK2m53@Ctpud6gQGhWzvT3J3iPlH__EU+f3lf9v modified;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX3;CM-QOS=1.1;CM-VER=3.0;

6/24/2015 20:06 84000700 5 RCS Partial Service;CM-MAC=90:0d:cb:45:87:22;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

6/24/2015 20:06 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

6/24/2015 20:06 84020200 5 Lost MDD Timeout;CM-MAC=90:0d:cb:45:87:22;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

6/24/2015 20:06 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

6/24/2015 22:53 90000000 4 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0; 6/27/2015 0:25 84000700 5 RCS Partial Service;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

6/27/2015 0:25 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

6/27/2015 0:25 84000700 5 RCS Partial Service;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

6/27/2015 1:13 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

6/27/2015 1:13 84020200 5 Lost MDD Timeout;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

6/27/2015 1:13 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

1/1/1970 0:29 84020200 5 Lost MDD Timeout;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

1/1/1970 0:29 84020300 5 MDD message timeout;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

6/27/2015 7:09 90000000 4 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

6/29/2015 7:58 68010300 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

6/29/2015 7:58 68010600 6 DHCP Renew - lease parameters time server-24.25.19.50;tftp file-?BEWGC1OQDctFhyIK2m53@CtpudzEeoMR1baes01DaIg2qplHY8n9d modified;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

7/2/2015 19:58 68010300 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

7/2/2015 19:58 68010600 6 DHCP Renew - lease parameters time server-24.25.30.47;tftp file-?BEWGC1OQDctFhyIK2m53@Ctpud7yMw7UpyYiOUcm14l2XKMTc_R modified;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

7/4/2015 20:24 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=XXXXXXXXX;CMTS-MAC=XXXXXXXXX;CM-QOS=1.1;CM-VER=3.0;

what kind of service are getting on this interface? no expert here, i work on transport layer but not on routers usually. sync timing failures are huge when it comes to IP traffic or ATM traffic. loss of sync will cause skip seconds on the interface which will cause packet drops and latency. also the last note there refrences a T3 timing out, which is why i was asking what type of service you are paying for. if you are rcving a t3 line then it is timing out otherwise i think its only reporting that there is a t3 timing out on its path.

also there is this:
6/27/2015 7:09 65517 ConfigFile - BadParam
which could be pointing to a bad config file in your router which could be solved by resetting the router/interface usually. also you are getting a ton of dhcp alarms so it could be a dhcp server issue.honestly you should only have to prove your equipment to the point of demarcation after that it should be on the company supplying you the service to investigate. dont know if any of that really helps.

[Silver Forte]

That's the thing... I'm actually being lied to and jerked around and have been for months. All attempts to get help result only in 're-escalation of my ticket'. I can't get help and nothing I do advances my case. They are intentionally keeping me in arrested development. I have shown them tracerts, pathpings, pingtest.net results for god sakes. I've proven I have latency issues, that packets are dropped on the RR data center node in Charlotte. They always reply with:

We ran tests and found no problems.

NOTHING I do gets them to help. At this point, they pull up my case file when I call and when I ask to speak to a level 2 tech, they won't let me. I actually had a tech come here and when I showed him my tracert, he said "I don't know what you want me to do, we can't fix this.' And another one told me he didn't know what a tracert was because they don't train them to deal with complicated networking issues. I'm going to press them about this modem info and see if I can't get any more information.

[KOMO1211]

i would defineltly tell them they need to check their BITS or however their timing is being supplied to the traffic, or the actual sync cards on the equipment they are using. it sounds like a transport issue to be honest but without knowing their network i have no idea how they run things. does your modem provide any kind of physical line statistics? these would be errors counts and would be along the lines of ES/CVP/CVL/SESS/SESL/UAS/UASS etc. and honestly i would be looking at a new provider if they refuse to fix the issue after its been going on for months. not knowing how to fix it is not an acceptable answer.

[Septik]

At this point id start looking at the components.

The local lines;
- Can you take your modem somewhere else and connect it to a cable line and see if this is happening? Is there a problem with the lines in your house?
- Are your neighbors experiencing similar problems? Maybe the problem is the whole street/block?

The modem;
- Does that modem supply its own router? If it does do you have a 2nd one hooked up to it?
- Can you swap the modem for a different one? If the problem is with the modem, there is no fixing it, toss it and get a new one.

The service;
- Can you get a competitor to install service? Different cable company or even try DSL.


I know these arent the answers you are seeking, but you need to look at it from a different angle, Why are you having these problems? Which dont seem to be a common problem or there would most likely be a fix to it already. I don't think some $12/hr tech on the phone can fix this for you, it is way out of the scope of even their highest inhouse tier of support. And the $16/hr tech they send to your house cant do it either. They are basically monkeys paid to connect wires.

[alexkeren]

what kind of service are getting on this interface? no expert here, i work on transport layer but not on routers usually. sync timing failures are huge when it comes to IP traffic or ATM traffic. loss of sync will cause skip seconds on the interface which will cause packet drops and latency. also the last note there refrences a T3 timing out, which is why i was asking what type of service you are paying for. if you are rcving a t3 line then it is timing out otherwise i think its only reporting that there is a t3 timing out on its path.

also there is this:
6/27/2015 7:09 65517 ConfigFile - BadParam
which could be pointing to a bad config file in your router which could be solved by resetting the router/interface usually. also you are getting a ton of dhcp alarms so it could be a dhcp server issue.honestly you should only have to prove your equipment to the point of demarcation after that it should be on the company supplying you the service to investigate. dont know if any of that really helps.

You're right about the bad config file, but the next two lines show a new one is downloaded and tested good.


6/27/2015 7:09 16 MTA TFTP: Successful

6/27/2015 7:09 26 MTA PROV: Successful!


Without a tracert it's hard to say, but the two logs don't show any repeat issues. Unless Silvercrown's issue is every few days he has an issue.

What's more telling to me is that in 8 days 16 hours of uptime Downstream 7 has a mass amount of Corrected and Uncorrected Errors.
"Downstream 7 6 591.00 MHz -1.57 dBmV 35.42 dB 256QAM 21468280398 1389759 45949"


The last two numbers are the Corrected and Uncorrected errors. It points to that channel flapping periodically, could it be happening on those
log hits that happen every few days, possibly. But not enough info to say one way or the other.

[Rixis]

Given how ISPs and shit work in the US this might not work, but have you threatened them with cancellation? Tell them if they don't sort it, they'll lose a customer. I know their markets are carved up to prevent competition, so you maybe have no other options.

I know over here companies hate losing customers, if you're actually willing/committed to leaving, they can sometimes offer you extra shit to make sure you stay (though sometimes they'll just let you quit no issue, so it doesn't look good if you turn around and say, oh no, i won't quit ).

I'm assuming if it's been going on for a while, then there's no viable alternative, but considering this is something that should be theirs to fix, they're being massive arseholes about it.

[kritisk]

I hate TWC. They gave me an IP ending with .0 for a while which causes all kinds of trouble. I got a level 3 tech to admit that was an issue but he wasn't allowed to fix it because they allow that on their network. (CRAZY!)

Take the modem in to your local office and tell them you want a replacement. They should do that with no questions asked. Since you have that modem I'm assuming you may have phone service with them? IF not, go buy your own modem. They will allow it and can provide you a list of models they support. At the very least trying another modem from them should help you troubleshoot a bit. You can probably have them mail one to you if you don't want to go in. You'll have to send back the one you have once they do that. I had to do this with them recently for a cable box. (That's a whole other torturous story... sigh)

Also, if you DO have phone service with them tell them you will be contacting the NC Utilities Commission. Internet is not regulated as a utility here, but phone service is and Raleigh takes that very seriously. http://www.ncuc.commerce.state.nc.us